Associate Customer Care Representative

October 25

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Rocket Software

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Storage • Networks and Compliance • Application Modernization • Archive & Backup Management • Supply Chain Integration (EDI & Managed File Transfer)

1001 - 5000

Description

• The Associate Customer Care Representative at Rocket Software plays an integral role in our customer’s success. • Handle a variety of customer inquiries via phone and email, ranging in complexity and urgency. • Become a Subject Matter Expert of Rocket Community, educating customers on benefits and features. • Deliver outstanding customer service via phone and email, consistently displaying professionalism, empathy, and urgency. • Independently process customer requests accurately and promptly, escalating as appropriate. • Ensure data accuracy and integrity by following established guidelines. • Collaborate inter-departmentally to promote effective lines of communication. • Maintain and build positive employee and customer relationships. • Provide frequent feedback and suggestions to support an environment of continuous process improvement. • Assume additional responsibilities, projects, and tasks as directed by management. • Will be required to be on call weekends on a rotating basis.

Requirements

• 1-2 years of related customer support or customer engagement experience • Excellent customer service skills, (experience in a customer service position is preferred) • Provide professional customer service even in the face of difficult client crisis • Advanced written and verbal communication skills • Great organizational, listening, and interpersonal skills – reassuring and self-assured in the face of difficult situations – demonstrated active listening and customer care • Good research, planning, and problem-solving skills • Basic computer and operating system knowledge • Multilingual skills • Previous experience using a salesforce or CRM application an advantage